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Turn customer conversations into lower costs and higher loyalty

Automatically analyze all your customer interactions—whether they’re chat, email, or voice. Discover why customers reach out, how your team handles conversations, and what to improve.

Core capabilities

Learn from customer conversations at scale

Make conversations your go-to source of customer insights. Use them to spot quality issues, uncover the root causes, and find improvement opportunities—from automation possibilities to emerging problems.

  • Conversation Insights
    Understand the root causes behind customer issues. Stop waiting on surveys or sample analytics. Instead, analyze every customer interaction to uncover what’s driving contact and how sentiment shifts over time.

  • Quality Assurance
    Move from reactive audits to proactive quality management. Replace slow, manual QA with automatic evaluation of every conversation. Get consistent, objective views of policy adherence, issue resolution, and agent performance.

  • AI Agent Analytics
    Understand how your AI agents perform when trust is at stake. Your AI agents are handling more customer conversations, but can you depend on them? See where automation succeeds or falls short, and where customers need human support.

Common use cases

Use customer conversations to fuel growth, retention, and cost-efficiency

Spot what’s driving demand, creating friction, or putting retention at risk. So you can take proactive, data-driven action instead of playing catch-up.

Increase conversions and revenue with AI commerce agents

Design AI agent experiences that don’t just resolve issues, but guide customers through purchases too. Use customer interactions to guide your AI agent strategy—from when agents reach out to which content customers see.

Top impact metrics:

  • Conversion rate

Improve AI deflection without impacting the customer experience

Get a fuller picture of your customer experience, including changes in sentiment, exchange patterns, and root causes of contacts. From here, planning your support strategy is easy—understand which interactions AI can handle, which need human assistance, and where your AI agents need refinement.

Top impact metrics:

  • Deflection rate

Automate manual tasks and proactively address customer issues

With every customer interaction analyzed and categorized automatically, there’s no need for slow after-call work. The analysis also surfaces emerging issues and common questions, so your team can address problems early.

Top impact metrics:

  • Cost per contact

Use customer conversations to inform better product decisions

Product issues show up in customer conversations long before they appear in surveys or usage data. Conversation Intelligence highlights friction points, feature gaps, and new customer needs, and connects them to conversation topics, sentiment, and trends.

Top impact metrics:

  • Top customer-reported product issues identified

Spot churn signals early and act before it's too late

Changes in customer contact frequency, sentiment, and unresolved issues can be early signs of churn. Conversation Intelligence keeps an eye on these signals and highlights where customers are getting frustrated. Spot risks earlier, step in sooner, and fix retention issues before customers leave.

Top impact metrics:

  • Early churn risk signals identified

Benefits of Conversation Intelligence

How can Conversation Intelligence help your role?

CMO / VP Digital Marketing

  • Identify top pain points impacting loyalty
  • Reduce support-driven friction across digital journeys
  • Track sentiment shifts tied to campaigns and changes

Digital Marketing / Growth Lead

  • Understand which use cases to automate with AI agents
  • Improve deflection by fixing self-service content
  • Reduce friction that blocks conversion and retention

Chief Customer Officer (CCO)

  • Monitor customer sentiment and experience trends
  • Detect repeat issues and unresolved friction sooner
  • Align teams around a single source of customer truth

VP of Customer Support / Experience

  • Reduce repeat contacts and escalations
  • Improve agent effectiveness with real conversation insights
  • Balance efficiency goals with customer satisfaction

Director of QA / Quality Ops / L&D

  • Evaluate agent performance across all conversations
  • Coach agents with real, contextual examples
  • Automate QA evaluations and track quality and adherence trends over time

Frequently asked questions

  • How does Conversation Intelligence complement Contentsquare?
    Contentsquare shows what happens in digital journeys and product usage. Conversation Intelligence adds what customers say and why they reached out, connecting support signals to product and digital behavior for a more complete view.

  • What will I get in the first few weeks?
    A clear view of top contact drivers and emerging issues, consistent agent assessment, and prioritized coaching opportunities based on real conversations.

  • What channels does Conversation Intelligence analyze?
    Conversation Intelligence analyzes voice, chat, and email conversations to uncover drivers, sentiment, root cause, and performance across human and AI agents.

Talk to our team to discover how Conversation Intelligence can support your customer experience goals.